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Team Leader - Platforms Written Enquiries

  • Job reference DST/TP/17446/11233
  • Job type Full Time
  • Sector Administration and Operations
  • Location Chelmsford

Your role will be to lead a team of associates who investigate and answer client, Partner and Management Company queries, mostly by letter, in line with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs

Package

  • Reference salary based on experience and in line with the ACE salary progression scheme
  • 20 Days holiday (increasing by 1 day for every year's service up to a maximum of 25 days)
  • 6% non-contributory pension scheme
  • Life Assurance (4 x salary)
  • Single person healthcare
  • Flex benefits scheme

Main Responsibilities

  • Ensure the team provides an effective & efficient service function to customers, to greatly enhance our reputation as a truly customer focused company.
  • Work with team manager to complete quality monitoring. Ensure information is recorded, feedback provided and discussed with line manager.
  • Day to day resourcing of the team
  • Support Management Company relationships
  • Monitoring of Associate's work both side by side and remote
  • Coaching & Feedback to Associates (RON, Incident Report)
  • Actively contribute to team and departmental meetings
  • Managing adherence
  • Referral Management
  • Knowledge retention - support business volumes when necessary
  • Assist in the planning and implementation of agreed initiatives
  • Review and understand MI - including feedback delivery for Associates out of Adherence
  • Overcoming objections- be first point of contact on escalated cases
  • Be a role model by adhering to DST policies and procedures
  • Take ownership of personal development
  • Ensure own and teams regulatory training is completed within timescales
  • Maximise business opportunities by building and developing positive internal and external relationships
  • Deputise for Team Manager when they are out of the office - completing all controls that TMs are accountable for
  • Support Manager with 1:1 and RTW meetings
  • Gain exposure to HR related conversations and processes, supporting Team Manager with these, as and when they arise
  • Flexibility to support team with processes and work volumes when business needs dictate
  • To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed by Team or Senior Manager.
  • Provide support and advice to associates and managers to continually support development of staff
  • Responsibility for ensuring adherence to regulatory requirements and TCF principles

Ideal Candidate

  • Strong written and interpersonal skills
  • Excellent analytical skills
  • Good personal organisational skills
  • Experience of working within the Financial Services Industry
  • Excellent Communication skills
  • Intermediary knowledge of MS Office
  • IOC qualified or commitment to complete first part within 12 months of role.
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EMEAEurope, The Middle East & Africa
APACAsia-Pacific

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